Hey Lisa,
Not sure if you're still looking for a customer service app. Feel free to try us out at Reamaze.com / https://apps.shopify.com/reamaze . We're trusted and used by thousands of Shopify stores and Plus stores to engage with and converse with their customers across multiple channels such as live chat, FB, Instagram, Twitter, SMS and email. I'd be happy to set you up and walk you through Re:amaze.
I'm a co-founder at Re:amaze.
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Hey Alia,
Feel free to try us out at Reamaze.com / https://apps.shopify.com/reamaze . We're trusted and used by thousands of Shopify stores and Plus stores to engage with and converse with their customers across multiple channels such as live chat, FB, Instagram, Twitter, SMS and email.
I'm a co-founder at Re:amaze.
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Black Friday and Cyber Monday is the busiest time of the year for both shoppers and merchants alike.
And yes, while both are fine and simple excuses for consumers to become shopaholics every year, businesses and ecommerce stores need to think ahead about how to truly capitalize and optimize.
We here at Re:amaze have put together an infographic with our partners for 9 Killer Apps to help you OWN these festivities. Check it out here: https://bit.ly/2zCb0M1.
Feel free to DM or contact us at Reamaze.com to learn more about how we're helping merchants ensure success and amazing customer experience on Black Friday Cyber Monday
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Live chat is awesome. It is intuitive, it helps users instantly and it builds an instant connection with your users. The question of whether live chat works has already been answered many times — It works.
Live chat can also be so much more. With proper optimization and training, live chat can go beyond customer support and can be one of the major tools in increasing conversions for your website.
This article: https://betterthansure.com/get-up-to-11x-conversions-on-your-website-using-live-chat-9ec729245caa will tell you exactly how.
Origins of Live Chat and New Roles
Live chat started off as a customer service tool in large e-commerce stores. When users had an issue with their problems, they could connect with the support team in traditional ways (email/call) or via live chat. The advantage there was the sweet response time when compared with other mediums.
With live chat, businesses could reach customers within minutes, compared to sluggish time periods for other mediums (like an average 12 hours for email).
It soon took off as the most popular form of customer support. Today, 41% of customers prefer live chat as their support channel, beating all other communication channels — even social media.
If you think of the customer experience for users on websites, live chat fits perfectly.
Large-scale e-commerce stores are like huge departmental stores. Customers browse around, pick what they like, and checkout their carts themselves. It is a pretty simple process. However, due to the large variety of products, users sometimes need help to guide them in the right direction.
Imagine yourself after a long day in a store like this, looking for sheets. You reach out to an associate, and they guide you to the appropriate section. They also tell you where you can find related products like pillow covers etc. (upselling). This interaction is helpful, both to the customer and the business.
Live chat made it possible for online stores and now you don’t have to make your users wait for 12 hours just to get a response.
Live chat won because it made the experience more human — much closer to the real thing.
Other types of businesses soon understood that live chat could become a bigger part of humanizing their online customer experience, bringing it closer to the real brick-and-mortar store experience.
The customer experience of specialized e-commerce stores has to be that of a small store in real life. No matter the size of your catalogue, the experience you’re offering is of a niche store — a more personalized and comfortable one.
Let us suppose you own a small store selling specialized sneakers. When a user comes in, you will try to help them from the get-go. You’ll assess their requirements, present them with the choices they have, and even help them take a decision. This is the experience your users expect when they “walk” into your e-commerce website.
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Is there a way to authenticate or determine which Shopify admin user is viewing the app? We've been requesting for this feature for a few years now - to allow for authenticating of the Shopify admin user via SSO to an EASDK app. Like for example if the user email, name is passed along with the verification parameters for the embedded app initial request, would work for us. Right now the EASDK API only allows retrieving of the type of user via ShopifyApp.User.current, but no other details, which prevent us from properly logging on the user to our app with the correct user account.
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No one will tell you how important an FAQ (Frequently Asked Questions) or KB (Knowledge Base) is when you’re just starting off in eCommerce. They will, however, tell you how important product photography is, how important your store design is, and how important it is to get shipping right. In fact, if you google along the lines of “FAQ usage statistics”, you won’t find much information. But if you google for the benefits of an FAQ page, you’ll find lots of reasons for why you’ll want one. In short, an FAQ:
Helps minimize confusion and purchasing hesitations around common concerns and issues.
Helps take some of the burden away from your customer service team members so they can focus on one-off questions or urgent issues. FAQs are supposed to answer repetitive questions.
Helps with getting your content indexed by search engines and can help with search rankings. Well-composed articles will help with site discovery and even facilitate in generating new traffic.
Demonstrates core business standards and expectations among customers. It tells customers that their purchase is backed up by your competence in handling the transaction.
But how else can an FAQ be beneficial to your business? Can it help make customer service better beyond what it already does? Can it make your team smarter? Can it drive additional value to your business beyond just helping customers?
Let’s dive in:
https://betterthansure.com/what-your-faq-says-about-your-ecommerce-business-8524d89bc9bc
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Adding Re:amaze Live Chat to your Shopify storefront just got crazy simple. We now support the ability for store owners to use the Re:amaze Embed Builder and publish custom live chat widgets directly to the storefront with a single click.
No need to copy and paste any code or scripts into your Shopify’s theme.liquid template! This is as simple as it gets.
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We (the Re:amaze team) recently had a chance to grab coffee with a group of Shopify, BigCommerce, and WooCommerce store owners and chat about how they got started in eCommerce. Among those that attended the event, roughly 30% got their start as a dropshipping business, learning the ropes from the best of the best, and forging their way to 5-digit monthly earnings. During our discourse, a recurring theme began to emerge — the fact that starting a dropshipped business in 2017/2018 is easier than ever before.
“I can’t find a reason why people shouldn’t give eCommerce entrepreneurship a try. With all the technology out there, it costs no money to get started and it couldn’t be any simpler. You literally have nothing to lose. And I’m surprised more people don’t use this to their benefit.” — Irwin Dominguez
Inventories are more abundant, vendors have better logistics, fulfillment technologies are more mature, pricing is more competitive (a double-edged sword), and customer communications are more streamlined. And that got us thinking, given that a dropshipped business already have a lot of traditional responsibilities removed from the equation (little to no capital, low overhead, flexible location, product variation, and the list goes on), what can store owners control to set themselves apart from the pack? The answer? Customer service.
Reputation is important for any successful eCommerce brand. To a dropshipped eCommerce business, customer satisfaction is the foundation of reputation building. It’s also the most crucial factor in growing and sustaining a viable dropshipping business. The shopping and support experience you offer customers is something you have utter control over even when you don’t have control over inventory and fulfillment. Since the burden of work is reduced, the more time you spend with customers, the more successes you’ll find. It’s time to treat customer service as a core asset to your survival. Here are some things to think about for your dropshipping business when it comes to customer service.
Continue reading on our blog here: https://betterthansure.com/customer-service-is-all-that-matters-in-a-dropshipping-business-25c627bcadc6
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If you're already familiar with Re:amaze and what we do then go ahead and dive right in!
If you're just hearing about us, Re:amaze is a customer service and live chat platform designed for eCommerce businesses. In addition to integrated chat for your store, we also provide a single (and shared) hub for your emails, social media, SMS/MMS, FAQ, and CRM. You can find our Shopify app here: https://apps.shopify.com/reamaze
Re:amaze integrates natively with Shopify to bring you real time customer data as well so you can process draft orders, refunds, cancellations, and much more without ever leaving the customer conversation.
Because we integrate with Shopify natively, we're now also able to provide our users with:
Live Dashboard (http://blog.reamaze.com/2018/01/02/reamaze-live-dashboard-hello-2018/)
Customer Events (http://blog.reamaze.com/2018/01/17/introducing-customer-events/)
The live dashboard and customer events essentially allows you to see exactly what the customer is doing, where they are, which products they've looked at (or currently looking at), what's in their cart, and the option of sending them a message to try and convert them.
Here's a look at the Customer Events dashboard:
Here's a look at the Live Dashboard:
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For those that you don't already know about Re:amaze, it's a helpdesk and live chat platform designed for eCommerce and fully integrated with Shopify. You can provide customer service to customers through email, chat, social media, sms/mms, and FAQ all in one place. No more jumping between apps. Check out the app here: https://apps.shopify.com/reamaze
Intro video: https://www.youtube.com/watch?v=i_pCBX8XKS8
See customers' Shopify order information, process cancellations, refunds, draft orders, order notes, and much more: http://blog.reamaze.com/2017/06/22/reamaze-shopify-integration-v2/
Re:amaze also just released the ability to see what your customers are doing on your store, where they've been, what they have in their cart AND the ability to send them a real time message to try and convert them. Check out the live dashboard here: http://blog.reamaze.com/2018/01/02/reamaze-live-dashboard-hello-2018/.
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Hey resvreal,
I'm Heng, co-founder at Re:amaze. Happy to hear that you and your brother are venturing into opening up multiple stores. We at Re:amaze wish you all the best in your business.
I know you're just starting up, but if you're looking for a platform to manage customer support on multiple channels (FB, email, Instagram, SMS, live chat) as well as engaging site visitors for ALL your stores in one single place, feel free to check out Re:amaze. Since you're just starting up, we can set you up with a free account for an extended period of time and help you make your first sale(s).
Just hit us up on https://www.reamaze.com or check out our app listing here
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Hey there,
I'm Heng, a Shopify Partner and co-founder of Re:amaze, which helps Shopify businesses engage with their customers on their site as well as manage their customer conversations across all channels (email, social, mobile).
So as others have pointed out, having great photos and visuals go a long way in making your store stand out on its own. Too many stores out there right now look the same and utilize the same layouts and stock photos. It would also give your prospective customers a lot more confidence in your store when they see the extra polish that comes with having good photos.
There's also a lot of whitespace on your site, and your header, brand, and logo (or lack thereof) would need to be worked on. You need to develop your brand more. By developing your brand, we mean giving your brand an identity. You don't just sell socks, you sell a sock-lifestyle. Customers who're into socks, and potentially your socks, need to be invested in a story that they can relate to. To be honest, lots of Shopify stores and other ecommerce businesses sell socks. So think about what sets you apart from all the rest.
When I first visited your site, the first banner image I saw was "always free shipping". If you've developed your brand well, this isn't something you need to sell. Rather than thinking about what will make your customers open up their wallets (ie, cheaper, discounts, etc), think about what will make your customers happy to side with your brand of socks. It's a little counterintuitive sometimes but it will work. We've written a lot about this on our publication that focuses on eCommerce here: https://betterthansure.com. Two articles I suggest looking through are:
https://betterthansure.com/markers-of-a-great-ecommerce-brand-6641b52cdd5
https://betterthansure.com/designing-customer-loyalty-e7023dac8f98
Other things I noticed:
I would get rid of partner products. This adds zero value to your brand. In fact, it'll most likely hurt your brand. Keep your brand focused.
Keep your photography style consistent across different landing pages.
Your "Get Discount" banner is covering your "Contact Us" call out. Speaking of chat, I recommend trying our solution over PureChat for several reasons. Re:amaze Chat does automatic engagement to help you prevent shopping cart abandonment, help you send coupon codes at more appropriate times, and can also invite customers to leave reviews. See http://blog.reamaze.com/2017/05/17/introducing-reamaze-cues-the-best-way-to-message-and-engage-your-online-customers/.
Store styling aside, maybe what you need is figuring out what customers are doing on your site as well. Looking at where customers are coming from, what pages they're landing on etc would give you an idea of which part of your store is working and which isn't. Are customers adding to your cart but abandoning? Are they landing on your home page and immediately bouncing?
We just rolled out our Live Dashboard on our app Re:amaze which lets store owners like you check out who's live on your site as well as message them directly and also view which pages they're on and which ones they've visited as well as what's in their cart.
You can also set up Cues which are basically automatic messages to your site visitors as they land on your store (a greeting message, or a prompt to check out a limited time sale) or when they are about to leave (prompt them a discount). These are some things you can do to improve customer conversion and engagement.
If you'd like I can set you up with a free account for an extended period of time just to get you on your feet and help you make your first sale. Just hit us up on https://www.reamaze.com
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Introducing our first major feature release for 2018! Re:amaze Live Dashboard. The Live Dashboard helps you visualize all known and unknown (guests) users, their current and historical activity, their local timezone, and their geolocation. This powerful dashboard can be used as a real time monitoring tool for your marketing teams, a proactive messaging channel for your sales team, or an extra dashboard filled with useful information for your customer service team.
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We just recently updated the entire chat and proactive engagement UI for Re:amaze. We provide Shopify businesses the ability to support, engage, and convert customers on a single platform using features like real time chat, proactive engagement, conversation management through multiple channels like email, Facebook, Messenger, Instagram, Twitter, and SMS/MMS. FAQs are built in as well.
Shopify order data is synced in real time as well so you always have access to the right data.
We hope you guys like it!
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Another thing you can consider is adding some sort or customer engagement to your storefront. Automated is even better. For example, if customers have something in their cart but about to abandon, it's best to reach out automatically and offer them a discount to convert.
You can consider chatting to them too but this obviously requires a bit more time and resources on your end. You have Messenger on your storefront now but not every customer uses Facebook. In that case, it's a huge barrier for them to talk to you.
I recommend using a service that will connect up your chat, email, social media, and FAQ into a single place for you to talk to customers. Talking to them is one of the best ways to convert.
If you're interested in something that does all of this, give Re:amaze a shot. Lots of great features and natively integrated with Shopify to help you manage all your customers' orders too. Best of all, you can draft orders for customers while chatting to them. This will help with conversions greatly as well.
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When it comes to making waves in the eCommerce sector, it’s important for you to emerge from the crowd as a frontrunner. Expand your brand and reap the benefits with these 5 must-know tips.
Read here on the Re:amaze Medium publication: https://betterthansure.com/5-must-know-tips-to-expand-your-ecommerce-brand-2c4fe86dd12e
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Guest Post by OrangeTwig for Re:amaze. OrangeTwig is a SaaS platform that helps store owners and businesses automate social media marketing. The platform helps to promote your products & discounts across ALL social media channels in one go. Or share your favorite content from around the web.
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Social media was once almost exclusively reserved for the world of small and medium businesses. The informal, rather chaotic nature of it all put it out of the reach of traditional marketing teams. But the big boys have caught up.
It’s hard out there now for small/medium sized eCommerce businesses. They have to compete with well organized teams with, what seems like, limitless resources to design, create, post, and promote content. When your small team has to run everything from product design to merchandising and from packing to emailing etc… social media can seem like just another chore to complete.
How do you then attract social media users to your eCommerce store? Once you’ve done that, how do you retain these users?
Tip 1: Always Use Hashtags & Clickable Links
#Hashtags are no longer just an Instagram or a Twitter thing. They are a great way to discover new potential customers and get visibility, and something for your fans to rally around. Or, as a certain President has recently discovered, a way to divide the world into those that get you and those that don’t.
Which hashtags do you choose?
The ones with the most traffic, duh!
Well, sure. If you want to get your post to get buried under all the new posts in seconds.
Instead, pick ones that are relevant to your niche. These may not have as much traffic but you will find people who are more likely to engage with your brand or even better, buy. As a general rule, our recommendation is to avoid hashtags that have over 10 million posts.
If you must use these hashtags, do so in combination with other more niche/locally popular ones. Something we at OrangeTwig recommend to our users is to use the InstaSuccess toolkit to discover related hashtags for the popular ones they might want to use. These have fewer posts on them and the chances of being seen goes up dramatically.
Above all, track everything, see what works for you and make changes as you go along.
Listen to Your Customers
Create a hashtag for your brand that customers & followers can use to post reviews, comments, photos of themselves using your products. Most people trust reviews from other users more than they would ever trust what you, the company say. This can help really drive engagement and purchases.
It helps to create a separate hashtag for support queries & complaints. Maybe something like #<brandname>support or #ask<brandname>. These conversations can sometimes get drawn out and heated. Not exactly what you want all your potential followers to see.
Listening to customers can also come in many different formats beyond social media. For example, real time chat, proactive website engagement, in-bound nurturing, etc. Our partner, Re:amaze, recommends business owners to think about listening to customers and responding to customers in a holistic manner. Even though listening to customers via social media is vitally important and a crucial starting point for many revenue-generating conversations, it shouldn’t be treated in a vacuum.
When customers comment on a post in social media and you’re able to continue that same conversation in email or chat, the act of “listening” becomes much more powerful. — David Feng, Co-Founder at Re:amaze
By effectively managing multiple channels of engagement, business owners can positively impact conversions, decrease cart abandonment, and build loyal users. You can check out Re:amaze’s platform here if you’re looking for a customer communications platform to support, engage, and convert customers.
Making Your Instagram Feed Shoppable
The layout and the visual nature of Instagram can make your feed look quite a bit like an eCommerce store. Unfortunately they don’t let you link your images to your store directly.
With OrangeTwig though, you can instantly turn your Instagram feed into a fully functional extension of your online store. OrangeTwig automatically adds a link into every post you make. Clicking on the link will take the user to the product or collection page on your eCommerce stores.
Want to read about Tips 2, 3, 4, and 5? Click here to continue reading!
https://betterthansure.com/5-tips-for-attracting-and-retaining-social-media-users-in-ecommerce-5e02287aaf80
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10 Simple advice to building a successful business in 2017.
Guest Post by Ethan Brown for Re:amaze. Ethan is a Shopify Website Designer at Milk Bottle Labs in Ireland. He has a passion for helping people in all aspects to sell their goods online with a beautiful mobile friendly Shopify store. He provides eCommerce fulfillment with a complete process, from the point of sale to the delivery of a product to the customer.
To succeed in eCommerce today, you need to be aware primarily of what type of eCommerce model is the correct fit for your products and which model will provide you with the best exposure once your business is up and running. Creating a presence online is of utmost importance for any eCommerce business. Without proper planning and preparation, you will not be able to get your eCommerce venture off the ground. While the concept of an eCommerce venture might be that it exists in the online space, the ideas of establishing an eCommerce venture are not that different from building a physical entity.
Simply by having a website and adding a shopping cart to it, does not ensure that your eCommerce business is going to succeed. Strategies and processes need to be understood and followed if you want to draw customers and build a brand around your products. Let’s take a look at what the features of a successful eCommerce business are.
1. Choose a Specific and Profitable Niche
The first step to running a successful eCommerce business is to correctly identify which niche of the market you plan to target. There’s no shortage of online stores these days, so before starting an online business, you need to decide how you are going to set your business apart from the hundreds of thousands that are already running. Selection of a niche involves, most importantly, pricing. There will be shipping charges, other logistics, and processing costs involved before you can finally calculate your profit.
Apart from pricing, you also need to consider your target audience, i.e. who you are going to be selling your products to. Keep in mind that you have to select a target audience in which you can easily create your brand loyalty. So, choose wisely. Your product should also be in demand within this target audience, in order for you to benefit from the overall process.
2. SEO to Bring Traffic to your Store
Search Engine Optimization, or SEO, has long been an e-marketer’s best. You can use SEO successfully to drive traffic to your website and thus, potential revenue, to your store. A good SEO strategy can make your eCommerce business appear on Google’s first page. This is ideal as it has been found that customers generally click on the first couple of links that show up on Google’s page-one search results.
Some tips you can use to boost your SEO strategy:
Use relevant keywords for all your content
Choose your keywords according to their saleability
Use the keywords in the right places where Google will easily find them (blog, descriptions, marketing content, etc)
Optimize for SEO on a regular basis.
3. Show that your Company is Trustworthy
In an era of internet and financial fraud, online shoppers are very wary about giving out their financial information. Therefore, you have to make sure that when a customer first visits your site, your website is able to generate trust within them. This is possible by securing your site. Let your visitors know that the data they provide on your website is entirely secure. Make them aware that their data will not be leaked to any hackers or spammers. Also, guarantee them that there is a “money back policy” in place in case there are issues with product satisfaction. Make sure that your website does not carry any viruses at the backend. These are small steps that go a long way in earning the trust of your customers.
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Continue reading for the remaining 7 tips: https://betterthansure.com/the-entrepreneurs-guide-to-the-ecommerce-galaxy-762c8ede2742
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Maggie from Rock Paper Copy is spot-on for a lot of the issues you're experiencing. As a Shopify partner here that focuses on customer communications, we always advice store owners to make sure messaging is up to par on your store.
1. Collect feedback whenever possible
2. Have a way to reach out to customers if you can
3. Make it easier for customers to contact you
4. Copy is important, graphics are important, instilling trust in a variety of ways is important. We have several articles on this: Entrepreneur's guide to the eCommerce galaxy and Markers of a great eCommerce brand. In fact, most of our articles are useful in some way shape or form.
If you're open to trying, you can try a proactive engagement tool to message customers before they abandon cart. If they do eventually convert, you can also have a chat with them and keep track of their order.
Give Re:amaze a shot to see if it'll help with conversions. We work with lots of Shopify businesses to help them with customer communications.
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Have you thought about the following:
1. Consolidating your inbound marketing messages. For example, if you run a Facebook ad, an Instagram ad, or email marketing campaign, it's important for you to follow up with customers who write in with questions, concerns, or comments in a manageable way. That means using a single portal to reply to everything so nothing gets lost in the shuffle.
If you're interested in an app that can help you with this, look at Re:amaze.
2. Have a way to reach out to shoppers on your storefront when they come from a specific marketing campaign. This is called proactive engagement and many stores use this process to convert customers almost immediately. On the flip side, proactive engagement can also prevent shopping cart abandonment as well as be an active part of your marketing engine for inbound leads. Re:amaze also offers this if you're interested.
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Published on Better Than Sure by the team at Reamaze
Traditional productivity pundits say that for every extra hour we work, we get diminishing returns. Working 9, 10, or 11 hours is less effective per hour than working 3, 4, or 5 hours, but we need to be realistic about the implications of the incremental differences in overall output. What traditional productivity rules don’t mention is the factor of relative success, or how successful people are in their respective circumstances after productivity is taken out of the equation.
In a free market, every incremental advantage can tip a given competitor to win a majority of the market. So when your competitor is working 41 hours instead of your 40 hours, he or she might win 90% of the share of market. American football is a good example of this. Statistically speaking, the team that gets on average 3 yards per rush is going to lose to the team that gets on average 3.1 yards per rush. Every incremental competitive advantage can mean taking the lion’s share of the market (or job promotion, or academic funding, or major lead, etc).
If we apply this concept to an industry like eCommerce, the store that does just a little bit better than the next store, whether it’s pricing or return policy or customer service, is going to get the incremental sales. Iterated over millions of encounters, this adds up to a huge differentiator. These problems are very real in eCommerce where if you’re not putting your best foot forward on every little detail, you might miss out on the entire market. If your store is only 90% as good as someone else’s store, you don’t get 90% of their sales volume. You’re lucky to get just 1%. In a competitive field, incremental output can mean success vs. failure, which is a binary output...
Continue reading: https://betterthansure.com/how-your-1-advantage-can-win-you-99-market-share-8d5c08ad095d
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Hi Zoe,
I can't provide you with the code here in the Shopify forums. 1) It's insecure and someoe can easily take over your store's customer service chat 2) The base install is unique and has secure tokens. Can you email us at support@reamaze.com after registering for a Reamaze account so I can better assist you?
Marvin
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